Effective Immediately!

In the episode, hosts Bill, Ms B, Liz and Gwen recount a myriad of stories. From angry and entitled rewards members to guests bad behavior to night auditors who quit without notice.

Welcome back to Tales from the Service Industry, where we bring you the craziest and most outrageous stories from behind the scenes of the hospitality world. In this week's episode, titled "Effective Immediately!", hosts Bill, Ms B, Liz, and Gwen take you on a rollercoaster ride of unbelievable encounters from their time in the service industry.

First up, the hosts share their experiences with angry and entitled rewards members who will stop at nothing to get what they want. From demanding free upgrades to threatening to leave scathing reviews, these guests certainly know how to push the limits. But our hosts have some tricks up their sleeves to deal with these difficult customers, and you won't want to miss their hilarious anecdotes.

Next, the focus shifts to the outrageous behavior of some guests. From leaving behind questionable items in their hotel rooms to causing chaos in the lobby, our hosts have seen it all. But nothing quite compares to the guest who thought it was appropriate to bring a pet llama into the hotel. Tune in to hear how our hosts handled this unforgettable situation.

But the surprises don't end there. Our hosts also share stories of night auditors who quit without any notice, leaving the rest of the staff scrambling to cover their shifts.Some resignations can certainly have a flair for the dramatic.

All of these jaw-dropping tales and more await you in this week's episode from TFTSI. So grab your headphones and get ready to laugh, cringe, and maybe even shed a tear as our hosts take you through their wildest encounters with customers and coworkers alike. "Effective Immediately!" is not one to be missed, so tune in now and join us for another episode filled with unforgettable stories from the service industry. #TFTSI #TalesFromTheServiceIndustry #entiteled #rewardsmember #podcast #FYP #frontdesk #housekeeping #housekeeper #Hotel #travel #traveler #blog #interview #follow #new #newepisode #HotelOperations #subscribe

Episode Transcript

(00:00):
Welcome back to Tales from the Service Industry. I'm your host, I'm Bill. With me on the mics

(00:10):
tonight, we have Ms. B. Hey guys!
Liz, our resident deviant. Hey team.
Gwen, welcome back. Hello! How we doing?
It's been a week. It's only Tuesday.
And I'm over it. Over it.
And it's only Tuesday. It's only Tuesday. I cannot believe that.
Unfortunately, it's still January, even though our listeners will be hearing this at a later

(00:33):
point in time. Because we're still currently in between seasons.
Yeah, even to make it more mixed up is that it felt like summer today.
It was hot! Talking about between seasons.
The last couple days. Yeah.
But it's supposed to rain like crazy this weekend.
Over an inch. Yeah, some are saying a couple inches.
With suspected flooding in some areas. A couple inches can make quite a difference.

(00:55):
Always. Especially on a weekend.
Are we still talking about rain? Of course we are.
Okay! Making it rain something.
For, it's good for the environment. We need rain in our state.
We too. Okay.
I love rain. Anyway, Ms. B. is so immature.
I am. I didn't know it's just been a long week.

(01:16):
Like my brain, it's just all a mess. I'm just, I'm holding it together.
Well, you have been handed a horrible last couple weeks.
I have. This has been like one of the hardest couple weeks slash now nearly a month of my
career. I think we kind of touched on this last time.
Like my whole hotel is falling apart and all the systems going down and all the issues.
All the IT problems. Yeah.

(01:37):
They've gotten worse. They have.
They got worse before they got better. Like all the phones stopped working.
Everything that could work stopped working. And so we were in the dark for a couple days
and they brought some systems back online, but it was like one computer and then it was
two, one in the back, one in the front. And there are a lot of guests who have been like
really patient and kind and like understanding to an extent.

(02:00):
And then so they're not anymore. Yes.
Like I specifically remembered this group of guys that checked in. There were six guys
and one guy reserved it for all of them. So all under his name and they're like, oh, we
want to change our method of payments and this and that. We're like, well, nothing works.
So you're going to have to do that later. And so this week I'm dealing with the fact
that all of the rooms were charged to his card because the systems didn't come back

(02:22):
online while he was there. And he's just all pissy.
Have you heard of Venmo or Zell? I know. Like you're grown ass adults.
But it's, they're just all bitching. Why were six guys staying at your hotel?
We're a business hotel. Yeah. Okay. Yeah. No, they're just lame. Right.
So then he can expense that out. Exactly. They were very pissy because they

(02:43):
weren't all getting rewards. They all had their own rewards and there was under somebody
else's name and so yeah, they were just grown adults during a time of tantrum. We're like,
how long was their stay? Two, three. You can give up two, three nights for your fricking
rewards that you really do anything to not to these people.
It's so cute that you think. Yeah. Give it up. It's no, they don't. No, they

(03:06):
don't. That's so many points that you're actually not paying for because you're expensing it
because it's a business trip. Yeah. Yeah. Yeah. They actually didn't pay for it. Yeah.
But they will argue that. Oh my God. Yeah. So speaking of grown adult men during temper
tantrums. But that is what we've talked about. Things
guests can do differently to kind of change the situation, especially like in this instance,

(03:32):
suck it up and forget about your rewards points. That is how you rectify the situation and
you are a nice kind of guest. No, they'll just throw a temper tantrum.
And then when I have a difficult time giving them what they want, they go to the next level
and then the next level we tell them like, look, I don't give you your points. Just show
them this receipt. I was just going to say they can fix it on the back end. Exactly.

(03:53):
There's ways to fix it. They just want it done. It just takes them extra time.
So speaking of grown adult men during temper tantrums, I had another one of those because
of all my systems and everything going down. This was this weekend. I had the pleasure
of working the PM shift for Hotel MoD and it was a pretty uneventful shift for the most
part, which is always a sign. And I probably thought that to myself, which is why it happened.

(04:16):
So I'm behind the front desk doing my thing and one of the bartenders comes over. She's
like, can you help me? I need help dealing with this man. And I'm like, Oh, what happened?
It's like a grown adult as throwing a temper tantrum because he can't charge to his room.
And I'm like, yeah, I mean, I'll explain it to him. But again, with all our systems being
down or room charges were down, the bar had like a standalone system that could take credit

(04:38):
cards or cash. The interface to like charging to the rooms wasn't working yet. And so she
was just really upset. He's like, yeah, he's freaking out about it. And he told me he's
going to call the police on me. Police? If I don't let him charge his room. I'm like,
are you kidding? She's like, Nope. I'm like, Oh, that's gonna be great. So I go over there
and it's a guy and he's sitting on the couch with his cocktails and next to another guy.

(05:02):
And I'm like, Hi gentlemen. Oh, I heard that we were a little frustrated over here. What's
going on? And I said it different than that, but still similarly. I thought you were being
serious. Like, okay, go on. I mean, a little bit serious. Okay. I said something that was
mildly condescending, but in that situation, I think you were valid to be semi condescending.

(05:26):
No, but I, you couldn't tell by the look on my face. I was like, I heard we were a little
upset about something over here. What's going on? And there was so much genuine concern
on my face. And he's like, yeah, this bartender won't let me charge to my room. I am a blah,
blah, blah, blueberry elite. And I stay in hotels all the time. I know you can do it.

(05:47):
And I was like, Oh, okay. I totally understand how frustrating that is. But right now I'm
sure you checked in in the last day or so, right? It's a guy. I'm like, did you remember
how we checked you in on a piece of paper when we gave you emergency keys? Yeah. I'm
like, you notice how we couldn't run your credit card? Yeah. I'm like, that system is
down. So there's not a way to charge it to your room when we can't even check you in

(06:07):
in the actual system. We have to do it in a manual process. I know you guys are able
to, you're just saying that. I said, sir, just, I want you to hear me out for a second.
Why would we say that if we could do it? I said, what do we have to gain from not allowing
you to charge to your room? And I like, wait. And then he keeps arguing. Well, no, I know
you can do it because I don't know. I'm like, is that because of all the hotels you've worked

(06:29):
in? Oh, you did not say that. I didn't might've slipped. It was a late Saturday night. It
was a long week. And always goes over so well. It's done some, it's done some response. No,
it's just, I know you can do it. You can just get into the computer, do it in the back.
I was like, sir, we couldn't even check you in and make you keys. I said, we have to use
a binder with pre-made keys. The system is not up. I promise you, I'm not lying to you.

(06:53):
I said, wait, there's nothing for us to gain by not allowing you to charge to your realm.
There's nothing. No, all you are doing is opening yourselves to loss. Yeah. And I'm
like trying to explain this to him, but it will not go through his head no matter how
hard I try. And I'm like, okay. I was like, look, I can see this conversation, you know,
we're not really moving in a positive direction. So I said, this is what I'll do for you. I'll

(07:15):
go ahead and take care of your two drinks. And then if you have any other drinks, you'll
just have to pay for those with a card or cash because you didn't know you couldn't
charge it to your room. So I'll take care of these for you. Just know any future drinks.
You'll just have to pay for it with card cash. She's like, well, I'm not going to do that.
And I was like, okay, then you don't have to drink anymore. But still I'll take care
of these drinks. Very sorry you're frustrated, but there's nothing else we can do. I know

(07:38):
there's something you can do. And I was like, okay, well, why don't you guys go ahead and
have a good night? I'm gonna head back to the desk, but let me know if you have any
other questions. Was he fishing for points? I don't know what the hell he was fishing
for. Sounds like he just wants to fight. He literally, that was the vibe I was getting
like, he didn't bring up calling the cops to you. No, he did not say the cops thing
to me. But he did say he's like, I want you to call your GM right now. And I was like,

(08:00):
sir, it's Saturday night. She's, she's not available. And he's like, yes, she is. I want
you to call her right now. And now at this time, I'm just getting really frustrated.
I said, yeah, I'm not going to do that. And he's like, why not? I said, cause she's not
here and she is not available. Cause he did say, I want you to call him. She will call
you Monday. Well, that's not going to work. She needs to call me first thing in the morning.

(08:22):
And I said, yeah, that's, that's not going to happen. But why don't you gentlemen have
a lovely night, enjoy those drinks on me and then go ahead and use your car to purchase
any more drinks. And then you try to talk. And I just turned around and walked away.
I'm done. I walked away like, Nope, we're done. Yeah. I was so pissed. That's like the
woman that was arguing with me one morning. And every time I was trying to explain to
her why we were doing what we were doing, she kept looping back to the same statement

(08:46):
again and again and again. And that was, well, we'll just have to agree to disagree. Oh,
I hate that. And after like the third time of trying to help her and explain the situation,
clear up any confusion, just not having it. I looked her in the eye and I said, ma'am,
like you mentioned earlier, we may just have to agree to disagree. And I walked away. Yeah.
And it was the most satisfying thing. Satisfying at the same time. You just want to like punch

(09:10):
things and ring somebody's neck. Yeah. That was in there too. Yeah. I do have a question
though. What? You have emergency backup keys and a binder. We do. Like room assigned keys
that you. Every hotel has them. Pre-made in the case of this kind of emergency that you
can't make keys. Usually. No way. Yeah. So what they're referred to is a fail safe key.

(09:34):
When you check into your hotel and your account gets checked in and they generate a key for
you, it's encoded with your stay information, your date of arrival, departure, room number,
et cetera. So electronically your key is telling the lock that it's good from X time on X date
to X time on X date. Right. Fail safe keys don't have that. Or good 24 seven three six

(09:58):
five. Well, fail safe keys have a trigger feature. So they have no start date and no
pre-programmed end date. Infinite. Correct. Now why I say no pre-programmed is that they
are pre-programmed to expire from the first day of use. So and the hotel determines what

(10:19):
that time frame is. Twelve hours, 24. Well, yeah. So like when I've put together fail
safe keys for hotels, I go off of what our average length of stay is. So if my average
length of stay is four point seven nights, then I would create all of those fail safes
for five nights. Okay. You create them in a series. So you would have series one, two,

(10:42):
three, however many fail safe series your brand or your management company would recommend
or require. So for me, I've always generated two. So two sets. And you have to use them
in sequence or at least the systems that I've worked with. You'd have to create them in
series. So if you started with, you know, binder one, you go binder one to binder, whatever.

(11:04):
You don't want to start at the high number because that'll jack up your keys. So in your
case, Ms. B, how are you dealing with like expiration of these keys? For most of ours,
is it an honor system? Are you hoping to get them back? Our hotel is almost always full.
So there's always usually someone checking in after when you make a new key for the lock,

(11:25):
it does deactivate the previous programming. So like somebody is like, do no one's not
going to work anymore. And I know that because we accidentally did that. We made someone
once the keys were up, they had one of these fail safe keys and we made them a new key
because when the system came back up, you had a new key and the other key stopped working.
But anyways, these fail safe keys, we usually call them emergency keys and our emergency
key binder. They don't look like the hotels keys. They try to make them look different.

(11:49):
So they stand out. Yeah. So I worked at a property, we had SpongeBob fail safe keys.
Yeah. So all the keys in the binder were SpongeBob and Patrick. I mean, I might want to keep
that, right? But it's like we can easily identify them because they don't look like all the
others like, ah, there's a SpongeBob. That's our key. So the hotel I'm at, we have these
binders. Yes. Where are they kept? Probably with security. They're either with security

(12:13):
or your director of front office. And I usually have it hidden somewhere because you don't
want them. They're an emergency location. Like you're with your action plans. Yeah.
I have no idea. There's a lot of training that goes into emergency planning. Yeah. And
not to be a stickler, but there is a difference between an emergency key and a fail safe.

(12:33):
There is. Yes. So you use your fail safes in the event of an emergency power outage.
Great example. Right. System shut down like you're going through. Great example. Emergency
keys are encoded differently. Okay. Is that why mine stopped working when the next lock
hit? No. So with emergency keys, they will typically have an override built into it for

(12:57):
security features like your dead bolts. Oh, those are like true E keys. Yeah. Oh, then
no, mine's probably a fail safe key or whatever. It's a binder. It would be a fail safe. It's
a binder. There's fancy ones that will override your deadlock to the day. Well, I knew that
because I know director of engineering has that, but nobody else. So sorry, I'm like

(13:19):
stuck on this. This is like so interesting to me. But like, well, it's the safety nerd,
right? Yes. Safety committee. Okay. Like housekeeping and like front office have these like master
fobs that just open any hotel room or not necessarily. No. Depending on their level.
Yes. But lots of hotels will do different things because you guys have worked at really

(13:42):
large properties. You can tell like housekeepers have to sign out certain keys. Okay. They're
working because that's their block of rooms that they are cleaning. Yeah. There's programming
that's being done. Like, yeah. Is that is that what you do when you're opening the day
and housekeeping? Yeah, you're signing keys and all that. Okay. I'm learning a lot. I
like breaking the house. That was my favorite. What do you call it? Breaking the house. Breaking
the house. Yeah. Breaking it down. Kind of. We're gonna down and open. Well, what you're

(14:06):
doing is figuring out what rooms are going to be cleaned that day. Right. Yeah. And who's
going to do it and how long is it going to take them? And when do they need to take their
lunch break? All of that good stuff. I would love that job. It's fun. I would really like
that. It's a big old puzzle. Yes. It's a lot of projects and puzzles and just, oh, but
I think I could do it like once every two weeks, not every day. You start to get into

(14:30):
it. If you want to come in at 6 a.m. sure. Is that when the housekeeping manager? I never
got in at 6. I know. I don't believe the hype. I would I could break the house in like 15
minutes. I'd get there. My girls would come in at like 8. So I get there like 7 15 7 30.
You got to work that early. Yes. It's back to my housekeeping days. I know. It's not
me anymore. Miss B is lucky if she's there like 8 50. No, 8 59. I got told this morning

(14:53):
I was late. Like actually I was here at 8 59. So I wasn't like where were you at 8 59 walking
into the back office. A stand up was about to start. Like you're late. I'm actually not
on clock in. What's the phrase? I'm sorry. If you're on time, you're late. Right now
I'm running that hotel. So fire me. Just kidding. I'm totally kidding. Speaking of shitty weeks

(15:18):
and continuing the thing at associate issues and Liz you'd said you know how many people
just want to walk out and quit. Yeah. You know with all my IT issues. Yeah. My night
out or walked out and quit. Shut up. The one that trained you. Yeah. My full time night

(15:40):
out or just walked out forking quit with all these issues. He was just like nah I'm good.
And this is going to sound bad because you know we're all just getting by at this point.
But so literally the system was down. This was day three and you know all of us are just
trying to get by. But that day was getting better. We had one computer up on day three.
One. How many phones? None still. That was until day four. So Bruna comes in that night

(16:07):
and was like everything's still down. My supervisor was like yeah. He's like well you know IT's
here. They're working on it. We have one computer up. And he was trying to explain to him like
what was going on. What the plan was. And he just was like no no I'm done. I'm done.
I can't do this anymore. I quit. Effective immediately. And then like slammed the door
walked out. Everyone was like what. Wait he didn't like sit down and talk with you. No.

(16:31):
So this was like he was coming in for a shift. I'm assuming at like 10 p.m. 11 p.m. Yeah.
And he just walked out. And the team was just stunned. And then they tried to call me like
crazy and they know. It's 11 p.m. I'm asleep so they gotta call me at least 100 times.
So finally I wake up. They're like uh Bruna just walked out. I'm like what. And they're
like he just said I quit. Effective immediately. And walked out. And I was like oh my god.

(16:57):
And then we had to figure out someone to get in there. Did he like. Did you talk to Bruna?
Yeah did you. Did you follow up with an email. Is he okay? Yeah I gave it a day. You just
call him hey Bruna. No I just wanted to. Just checking in. I sent him something. I was just
like hey um you doing okay. I was like I heard what happened. I just wanted to touch base

(17:18):
and make sure you're okay. That seemed really out of character for you. Out of character.
I hope you're doing all right. Let me know if there's anything that I can do. And then
he sent me like a tirade of a rant. And I was like oh okay. So he was holding on to
it. He was just all. Designed effective two days ago. And I was like okay. I did want

(17:39):
to give you a day if you. You know I don't want you to make a decision out of impulse
that you know that could hurt your you know livelihood and well being. So I did want to
give you a minute to think about it. And I said if you. Okay it's a full time night auditor.
I know. Full time night auditor. Full time night auditor. But I was like you're just
trying to reel him back in. And I was like you know if you want to take a minute to think

(18:03):
about it all of us would understand it's been a really frustrating week for everyone. All
of our emotions are really high. And he was like yeah I appreciate that. I'm going to
think about it. I was like okay. No worries. Just we'll touch base in a day or so. And
he's like okay sounds good. 24 hours please. Yeah right. And so 24 hours later I was literally
going to text him say how are you feeling. He was just like yeah I think it's just too

(18:25):
much for me. I was like okay. Have a good life. So he quit. Effective immediately. And
all of us have been saying that since. It started in the front office because the front
Tuscanians were there when he did it. And they're like what the. Something would come
up like super dumb and inconvenient. They're like that's it. I quit. Effective immediately.

(18:47):
And they storm out. And then. I'm not going to lie I would do it. We've all been doing
it now and I did it. And then the GM heard it. She's like oh my god is that what he said.
And I'm like yeah that's what he said. And all the managers are doing it. If I were your
GM I would immediately pull the footage. And like I want to see this. He said that but
it was in the back where there was no camera. So he was in the back office. The front Tuscanians

(19:11):
around that time they kind of congregate in the back. They're eating and talking. Go on.
And so they're like you just like they're making their talks. Right. Seriously. Effective
immediately. Effective immediately. And he stormed out the back not towards the cameras.
I was like oh my god dang it. That's a shame. Put a blade that'll move for the rest of our

(19:33):
lives. Yeah but you know what though I want to get a t-shirt made in Bruno's honor. Yeah
I do too. Long sleeve pod logo on the front and the back and then down the sleeve it'll
just say effective immediately. Yes. Yup. Oh my god. I got it. Literally. Science studio
is going to get to work. And it's yeah now everyone's just saying that. Like I think

(19:58):
this actually wasn't this week. That was middle of last week so it's now just a thing. But
so I was saying this to Miss B like I think if he really wanted to keep the route of night
auditor he could find another job in a day. Yeah. Yeah. Yeah. Absolutely. He'll have no
problem finding another job. But in fairness in my market jobs are a hot commodity. It

(20:23):
is very easy for me to hire. Oh. I've already filled the position. Whoa. Really? I opened
my night on it position Saturday night when I officially got the confirmation he wasn't
coming back. I had 128 applications by morning. How many with experience? Better question.
Very much better question. Not as many. Three. Yup. But I had someone reach. You got a train?

(20:47):
No. No. You got to at least have hotel experience for a night. What is it to roll the night
over? Is that the correct term? It is very complicated at full service properties especially
when they make them do all the accounting stuff. Look at Liz taking notes. I'm proud
of myself. My thing always was when I was looking for a night auditor is like who can
I trust to be in this hotel while I'm sleeping? Yeah. And they're the manager on duty. Yeah.

(21:10):
And to not call me every night. That's true. I mean that's part of it. While I am sleeping.
That's part of it. Burn up in flames. So you filled the position. Yup. I offered it today.
So Bruno number two. Bruno or Bruna? Bruno. Oh okay. He's way overqualified. He moved
to the area from Hawaii. Why would you move back? Such a nice guy. He's been a security

(21:33):
supervisor which we need. Would you move from Hawaii to Miss B's hotel location? No. If
he knew what it was probably not. I didn't know what it was. You didn't move from Hawaii.
Oh moved from Hawaii. Well the island you're landlocked. Cost of living. Cost of living
were cheaper here. Inland yeah. On the mainland. Oh the mainland. Don't fool yourself. Not

(21:58):
here. Not right here. Not the inland. I actually did ask him in his interview why he moved
from Hawaii. And he's like to be closer with family. He is a younger brother he takes care
of and he needs help and he's now living with the aunts. No. Oh so he wants to do the thing
during the day and then work at night. Yeah. Do the family thing. Yeah. And he's not like

(22:19):
when I say young brother he's gonna go to college this year. I remember my college days.
You're taking care of a younger brother. No you don't. Yeah. No I don't. Who does? Yeah
right. Liz be honest. Liz remembers everything in college. And anyways yes it's been a fun
month guys. Like I said my brain is scrambled eggs. Or is it fried eggs? I just feel like

(22:39):
it's all mushed together in a mushy. Are they mashed potatoes? Yeah that too. Well earlier
she said a bag of worms. Bag of worms. Is your brain a bag of worms? She does tend to
mix her metaphors. I do. Yeah. For me? That's normal Ms. B. So where are we drawing that
line? Totally. Before or after the comma. I mean your brain is brilliant in other ways

(23:02):
but you can't figure out the difference between a thousand and ten thousand. It's the words,
numbers, math. I don't math. What about decimals? I know what a decimal is. On this note did
I tell you they make fun of me in accounting now but they've also stolen my word. It's
probably not a good thing. I use math like a verb. Like I was down there doing something

(23:24):
she asked me a question like oh no no no I don't math. And she looked at me and then
laughed and now the other accountant that's down there she's like oh yeah she says that
all the time now. She's like hold on let me math. Hold on I gotta like. Let me math. And
now they. That's a thing. That's a front office thing. See my accounting team like loves me.
Must be nice. They always hate front office. I really impressed my director of finance

(23:50):
the other day when I was talking about. So we did have a. If you could feel my face right
now. I know there's so much fire from this side. We did have a Duffy incident. I don't
know if I shared that. The one that nearly caught on fire? No. They ran into a dock.
But the sun was in their eyes. It was like right at sunset. Is that an excuse when you

(24:12):
drive? No. It's not an excuse for the boat. Dumbass. But there was like bumpers. Yeah
the damage. We're like five miles an hour. We've actually ran into one before. Yeah.
Oh I think they were going full throttle. I was gonna say it takes some force. So I
think it was a really full boat. There was ten people. Like there was a lot of distractions
and I think they were docking and dining. It's very popular in our area. And they ran

(24:37):
into a wooden dock which doesn't have the rubber guards like new manufactured docks
do. But they came back to property and like fessed up to it immediately and pointed and
they're like we bumped into the dock. It was fiberglass damage. It was a pretty easy fix.
$1,900. Oh just an easy fix. Yeah it was pretty cheap. Good lord. They didn't hoot and holl.

(25:03):
They said oh my god yeah get it quoted. You know we'll pay for the damages. No problem.
They paid $1,900. Yeah beautiful. I miss that area. That is an amazing guest though. Amazing.
Member or guest? They were members. There we go. They were members. There's a difference.
They also live in the area. Like very close in the area. Got it. And the rent is astronomical.

(25:27):
So like their cost of living is through the roof. So $1,900 is no. Chunk change. It's
like going to dinner for them. Sofa money. Yeah. But my director of finance like I put
through the damage charge and submitted the invoice all at once and da da da. And she
was like okay we're going to change the GL of your PO so it doesn't hit your expenses

(25:48):
because it's a wash because we're charging the member for it. And I'm like oh yeah what
GL are you coding it to? And she set a number and I was like wait wait wait that's on the
balance sheet right? So it doesn't hit the P&L and it washes out. She literally looks
at me and she goes I'm so proud of you right now. You listened. That was amazing. I listened.

(26:12):
And I like went to everyone in accounting and I just impressed her. You just mathed
in accounting. I just mathed to the director of finance. No I don't know how that works.
Oh my god. There was numbers involved. You just need your finance codes. I'm so proud
of you. Right? I'm so proud of you. It is scary and overwhelming when you look at it.

(26:35):
Balance sheets are no fun. Auditing balance sheets are even worse. Yeah. No. I don't math.
Oh I was so bad. No numbers for me. And then they tried because I was over budget because
the PO still like hit my line but you know it's obviously not a month end. They haven't
moved it over yet. The assistant director of finance I submitted a PO and she goes you're
over budget for the month. I go I'm actually not. Look at this PO. It is going to the balance

(27:00):
sheet. So I have $1900 to play with. On that note who wants to hear about another A-hole?
Only belt. Only belt. Only belt. Only belt. Only belt. Only belt. Only belt. Only belt.
I'm the only one here. Oh you're going to appreciate this one. It's not a long one.
It's a short one but it's enough to make you like want to punch someone. It's my everyday.
Everyday. Multiple times day. So my front desk agent. Sweet young thing. Bless her heart.

(27:28):
Bless her heart. Hasn't been on the job super long. Bless her heart. The southern way of
saying it does. Oh she's so green. Wants to do a great job. Always smiling. Always sweet.
Bless her heart. Still has a soul. You know one of those. And this. Still believes people
are good. Yes. So cute. Did you just say that still believes that people are good? Yeah.

(27:52):
That goes away. Give it time. Your hotel will knock the new offer in no time. I know. I've
just want to protect her sweet little innocence but yeah. So this guy comes up you know the
highest level of blueberry there was. So he comes up it's like nine in the morning and
he's like yeah I want to check into a room and she's like I'm so sorry we don't have
any rooms ready. I can go ahead and put you on the wait list. I'll get your phone number

(28:14):
and give you a call as soon as I'm available. He's like no. I am the top blueberry. I need
to check in now. I'm the bluest blueberry there is. Yeah. The blueberry elites. Blueberry
elites. And she's like uh the rooms. I'm like you know your brain breaks a little bit. I'm
like he must not have heard me. She's like oh I'm so sorry but I don't have a room ready

(28:34):
right now. What I can do is and repeats the options. He's like yeah I don't I don't think
you understand. Where's your manager? And she's like uh okay. Comes against me. She's like
she's all confused. She's like I told him but he doesn't believe me. I was like okay
I'll talk to him honey. He doesn't believe me. She's so sweet. She's so darn sweet. It's

(28:55):
like it's sad. He thinks I'm a liar. I know. So I go out there and I'm like oh I can't
wait for you. Bless her heart. I said hi sir. How can I help you today? He's like I'm trying
to check in and she will not check me into a room. I'm like oh so that's because we don't
have any rooms ready. It's 9 a.m. We were sold out last night which means we're still

(29:16):
waiting for checkout time for guests to leave. Well this is ridiculous. I know how this works.
He's like I know you have rooms that you didn't use last night. You weren't. And he's trying
to tell me what happened in my hotel last night. I'm like oh really? I'm like no sir
we really were sold out last night. I don't have any rooms. I was like what I can do is
the very first room that becomes available regardless of what type of room it is I can

(29:40):
give you a call and get you checked in. Well no I want a high floor. Handicapped. No you're
gonna get handicapped double queens on the second floor sir. Exactly what's gonna happen
there. Overlooking the loading dock and the dumpster. Yes. But I was like I can call you
the first room regardless of room type right? He's like no no no. I want a king high floor.
I'm like well you're gonna have to wait for those elite guests to check out of those rooms.

(30:01):
And they could have late checkouts. With their elite blueberry checkouts. Yep. Even though
they're raspberries they're guaranteed a 3pm checkout. Yeah. And so I'm trying to explain
all this and he just has to just have to like he just will not accept his answer and he
just gets all frustrated and walks away and I'm like okay bye. And he leaves and I'm like
sounds great. I go back to work. Did we even get like his information? No wait list. No

(30:24):
he stormed off. Nope. I see where this is going. No name. Nothing. I don't even know
who this dude is. To like pull up your reservation. No. Make sure you had one for the day. If
I'm reading the situation right we're about 30 seconds from a phone call. No. Oh he didn't
know of any case? Is that what you're getting at? Uh huh. Nope. So the girl comes back out.

(30:45):
I go back and do my thing. Not even 10 minutes later she comes back. She's like he's back.
I'm like okay. She's like he wants to talk to you. And I was like you got it. I go out
there and I'm like hi there. Uh were you coming back to give us your phone number and so we
can pre-register your reservation? He's like no I want to check in. And I'm like there's
something broken with this man. There's something broken with this man. And I was like okay.
And he's like I went up and I was on the eighth floor and I saw the housekeeper come out of

(31:09):
room 802. That room is clean and I know it is. You can check me in. And I was like oh
okay. Well in my system it's not clean yet so I can't check you into that room. I said
but I can put your name on the wait list. Get your phone number and give you a call
back. No no no. I was up on the eighth floor. I was looking. She came out of that room.

(31:30):
It's clean. I thought that happened. But you have no idea. It could be clean because of
a stay over. Ding ding ding. And they're very clean people that keep their luggage in the
closet. And also you think I'm just going to take your word for it? Oh yeah. I'm just
going to check in. More importantly. You said oh no the housekeeper finished that room.
In my system it's dirty. Well and I don't know if we've talked about this on the pod

(31:54):
yet but the rooms need to be inspected. Second inspection. Ding ding ding. So the housekeeper
cleans it. Yeah but you don't know when a lead or a supervisor or a manager is going
to get to that room to inspect it and then mark it clean. Yes but also and I actually
told this to the guest because again his little brain was breaking. I had to be like sir I'm
sure you saw what you saw and it looked clean. I said but there are many circumstances I'm

(32:17):
not aware of. Number one it doesn't show as clean in my system so I can't check you in.
That can be for a variety of reasons. One it can be a stay over guest. They could have
their belongings in the closet. Maybe you peeked in and you didn't see it because their belongings
were in the closet because the housekeeper just cleaned it. And I said most of my housekeepers
don't speak English so you could have asked her is it clean and she would have been like
yeah because she cleaned it. Yeah very true. It doesn't mean it's vacant. I was like I

(32:38):
haven't talked to her. I haven't talked to the housekeeping supervisor or the manager.
I don't know. Maybe an engineering issue. What is the H? Ding ding ding. You know what
this is going. I literally told him and I said okay and then let's say it is vacant.
I said I don't know if there's something wrong with that room. I don't know if there's something
wrong with them. There's a reason why it's not passed in my system. I said it could have
an AC issue. It could have a TV out. I said we have no idea what's wrong with that room

(33:00):
and the reason why it's not passed. I said so I am sorry I can't check into that room
but until it is clean in my system I can't check you into it. She could have not had
enough towels to fully replenish it and she's gonna come back later. There's so many things.
So many things. The guests do not understand that just because the housekeeper comes out
doesn't mean the room's perfect and ready to go. No. Soap. A pillow. Name a thing. Someone

(33:22):
could have stolen a pillow. The stupid dispensers that are like mandated now and you have to
have the stupid wall dispensers. The window curtain could be ripped. You know the worst
part about that is is that they've changed the spec twice already. Oh bastards. How do
you change a wall mounted thing? You have to buy all new brackets for the brand new
product. Well if I remember correctly the brackets weren't the best in the first place.

(33:44):
Yeah well you know what that's boo on them then. Yeah. Because. Don't roll it out if
it's not ready. Well not only that but then look at all the different properties that
had to shoulder the expense of their bad design in the first place. True that. And then we've
lost points during audits because we had a mix of the new and the old product because
they didn't have enough of the new product to supply all the hotels from previous bad

(34:08):
products. That's not going to go on our balance sheet. That's going to hit our P&L. Sounds
like a CapEx issue to me but sure. Yeah that would be. Oh my hotel doesn't have CapEx.
The owner doesn't believe in that. So it all hits our budget. What? No you have to have
a slush fund. Oh you think. Well no you have to. You have to. Yeah yeah yeah. Again I am

(34:29):
telling you we don't and it drives the GM crazy and she never makes her bonus because
she is always out of line from her budget because he doesn't believe in having a CapEx
thing so everything hits. He's like no no no just have it hit the budget for like the
month. Like just spur of the moment. We need to spend 50 grand. Yeah so it just hits the
budget and we're like over like 15,000 for the month. I mean everything at my property

(34:52):
over like 1500 can be CapEx. We don't have. 1500 is not a lot of money. I'm going to have
to bring my manager on here sometime so you guys can talk to her and confirm. I swear
to god I'm not lying that's not a thing. We have been trying to get her on. I know. One
day. We'll have to follow up. Maybe I'll send her flowers. When you're in the hospital.
Yes. I'll send her flowers. Flowers you didn't send me. Now you owe me. No you're a manager

(35:17):
not mine. Who is this B? I'll sign it. I'll sign it Liz, Ms. B, Bill. She would know.
She's cool. Should we do that? I like that. Is that a good expense for the pod? Do we
have a line for that? I was going to say where's our line for that? We have no operational
budget for that. We can go over the non-existent budget. Can we pay it with our wine budget?
Oh yeah. Pay it in wine? Oh yeah. Great idea. We're agreeing to this. No no no we have a

(35:42):
wine budget. That's the only line item we actually have yes. Good times guys. We got
off the rails this episode. Any who's he? We kind of wandered. It's been a long year
and we're only 30 days in. Damn. Long year. I can't even say we're a month in yet. I
know. Can't wait for 2025. I know 2025 is going to be our year. No no. It's still early

(36:05):
enough to make 2024 our year. Maybe. It started off so colossally just a cluster. I'm sorry.
Didn't you guys make vision boards? No. You didn't? I am a full time mother, full time
employee manager. I don't have time for that. Gwen, you made a vision board? Of course you
did. Yes. Would you like to share what's on your vision board? Well I decided this year

(36:31):
instead of trying to do the whole like you know. Resolutions. Yes. I went with resolutions
it's easier you just write it down. And then you throw it away. And then you throw it away.
Then you forget about it. That's the thing. I like to set goals for myself through the
year of like who do I want to be by the end of this year. I just wanted to read a lot.
No I love that so much. I just want to make it. Survive. It's a little bit more attainable.

(36:55):
Pay my bills. If you set the goal that I'm going to go to the gym you know three times
a week and then you miss the first one are you really going to go back to the gym? So
you're saying I am very into tangible goals. Yes. Okay going to the gym is great. No no
no no. How are you going to achieve that? How are you going to achieve going to the
gym? These are smart goals. It's measurable like the acronym. Yes. I learned this in college

(37:20):
playing water polo. And not setting yourself to a specific deadline. I want to lose 30
in a deadline. And read 40 books. 40? Geez. I'm going to crush my goal. My goal is 12.
I've read five books and they weren't tiny. I've read two. So far this year? Yeah. I'm
on book six. Miss B and I'm 58% of books six and it's like that thick. Miss B that's what

(37:44):
I do in my free time. Good for you. So we have Goodreads right? You guys know what Goodreads
does? Yes. I made you get the app. We're on it. You did. And I started a book that you're
not on yet so it's okay. She liked that I finished a book and she liked that I started
a book. I was cheering you on. Do you get my notifications on Goodreads? Of course I

(38:08):
do. That's what you do. You encourage your friends to keep going. I'm on book six. That's
impressive. No I do it in an unhealthy way. I stayed up till 3am last night reading and
then I had to get up at seven. It was 1.30 the night before. I know it went till three.
It got worse. I mean it could be worse. You could not be reading until three o'clock in

(38:28):
the morning. Or you could just not sleep. I just obsessively do things. I can't do anything
kind of add. Like yes so I was up till three in the morning. One, two, three. Sorry. So
yeah I was up till three in the goddamn morning when I had to get up at seven. So I was dead
all day today. Okay what else is on your vision board? Yes visions. My face is in the middle

(38:49):
of her vision board. Just blown up right in the center. You need another story. I can
share my a-hole of the week. Yes. My favorite segment. I know I love this segment. Am I
involved? No you were not involved. You were the b-hole of that's the next story. Yes.
It's Ms. B's b-hole of the week. Any whoosie. It's my a-hole of the week. So I had this

(39:14):
guy that checked in 20 days ago. Damn. A week ago he wanted to extend. I had the full conversation
with him about extend up until maximum of 28 nights that he got to go. Yep. Explain
that whole thing to him. He didn't want to do that. He just wanted to extend for one
more week. I said great I will extend you. As of today it's his 22nd day. Okay. So we've

(39:36):
got time right? Okay. So he was supposed to check out today. He didn't. Yeah supposed
to is the operative word there. About 1230 I get a call that this guy has not left the
room yet. Oh no. Now this guy has quite a bit of stuff. He has a dog that is a service
animal. Oh god don't get me started. Quote unquote. I feel that it's both legitimate

(39:57):
and completely bogus. The dog barks incessantly. Not a service animal. But the dog is not alone.
So he's just in the room listening to a dog bark? Yeah. There's a lot of behavior that
is questionable about the whole legitimacy of said service animal. But where I'm going
with this is the conversation that I had with him. So I had explained to him that yes I

(40:18):
can put you through until next Tuesday. He's like I'm going to be leaving. Great. No problem.
Checkout time is noon. Got it. 1230 this afternoon said guy has not checked out. He won't answer
the phone. He won't come to the door. Team is calling. Team is calling. Team is calling.
He's dead. No, no. Well that was a con. This B. No you have to do. I'm sorry. That's where
my brain goes. Legitimately that was my concern. So that's what we did. So one of the front

(40:42):
desk agents went with one of the housekeeping people to do a welfare check and to talk to
this guy. So he actually answers the door at that point. He says oh well I need at least
a half an hour to get my stuff together. What time is it by now? At this point it was about
two o'clock. So front desk agent says I'll give you until three. We'll give you one hour

(41:03):
to gather your things. Generous. They give him a one hour extension to gather all of
his stuff. At 330 I get a phone call. Said guy still has not checked out. I said are
you there at the room right now? Front desk agent says yes. Great. I'll be right there.
So I hussle down. The big dog's coming in. Let's go. The guest has the door to the room
open and as I come around the corner and I look in his room he hasn't packed anything.

(41:27):
Like nothing. What have you been doing for hours? Exactly. Well so he said that. Not
planning on leaving. Well he said that his dog had knocked over his medication and that
he's been picking up medication off the floor for the last hour. That is a weird excuse.
Yeah so I ended up having a conversation with this guy and he starts talking to me about
how he is on. You name it. Pretty much. I mean he started listing drugs that were all

(41:52):
for psychiatric reasons. Another red flag. So we're going down the rabbit hole of excuses
from him as to why he hasn't been able to get his stuff together and he's offering all
of these things that are of a very personal nature. I hate when people do that. I do too.
It's none of my business. Stop trying to make it my business. 100% not my business. It's
completely irrelevant to the situation. So he's giving me all these excuses and I said

(42:17):
look, at this point in the day we really only have two choices. My favorite part of Bill
right here. Hang on this is a little bit modified because there was a little kindness here.
So I told him I said look, either you can get your things together and you can leave
and I'm going to charge you or I'm going to charge you, you can stay until tomorrow and

(42:37):
you can check out at noon. And he goes, well, I think that would probably be best. I said
yes, I would agree that that would be best because as I'm looking at this room, I'm like
there is no way in hell that we're going to be able to flip this room. And sell it that
night. I cannot even flip this room and sell it tomorrow. Oh man. Worse than Christmas
tree lady dang. So you're thinking noon tomorrow. He's not leaving. There's a slight chance.

(43:00):
At least we gathered revenue. Right. So I'm like at least I can secure the revenue for
tonight. And I don't have to worry about passing off to any of my PM people the fact that this
guy is going to be a potential problem. Yeah, I'm here. We'll kind of squelch it now. So
I said to him, I can extend you tonight. Departure time is 12 noon tomorrow. He goes, oh, I really
appreciate that. I said, well, here's my concern. My team made contact with you three hours

(43:23):
ago and you have done nothing to move forward with getting your belongings packed to leave
today. So what I need you to do is take this opportunity and the next 20 hours and get
all of your things together because at 12.01 PM tomorrow, if you are still here, I will
be back. And so will the police department. You will be leaving tomorrow regardless. He's
like, oh, he's like, you're such a nice guy. And I'm like, shove it up here. Sorry. I'm

(43:48):
like, you're right. I am a nice guy. He goes, but I know that nice guys have a boundary
and then they become always said that I did not. He did. And I said, well, I wouldn't
say that I'll be my back at noon. I said, but I will have a boundary at noon. So we
will see what happens. Oh, God, I can't wait to hear what happened in the moment story.

(44:09):
Yeah. So right now we're in the option A and option B part, right? Let's see what option
C chooses. I was talking to my brother on my way home and I even brought up the fact
that I'm curious to see if he's going to pull a hidden option C. Sometimes that surprises
you what that even is. Is it the staircase option? Where you push him down the staircase?
Where they leave out the staircase where there's no cameras. Oh no, he's already on the first

(44:33):
floor. So I'm just so excited how this is going to go. Maybe we should go around the
room and guess how we think this is going to end. Well, we could because this is in
the moment. Yeah. Okay. Gwen, how do you think this is going to end? He's going to dip out.
You think without paying? Is that even possible at this point? Nope. His account is secured.
I've got plenty of authorization. Credit card has gone through no problem. I've got plenty

(44:54):
of authorization on him. Okay. Okay. He's either going to dip out, no contact, which
is going to leave you questioning all day or you're going to be left with a dog. Oh,
that's a good guess. Good guess. Okay, wait, what kind of dog? You're not getting another
dog. Can we help support? I'm not getting a podcast dog. I do not know what breed it

(45:16):
is. I would call it a mutt. Small, medium, large? Medium size. You don't need another
dog. I know, like under 40. No, I'd say probably right at 40. Too big. Too big. All right,
my turn. I bet good money that at noon he will still be in that room with an amazing
excuse of why he could not get his stuff packed. I'm so sorry. I was going to get my stuff

(45:39):
out, but you're not going to believe what happened. This happened. This happened. My
mom died. My dog died. All these people died. The rain started pouring down. I have all
these amazing excuses. You're such a nice guy. Can you just give me 30 more minutes?
Wait, it's been 30 minutes. Oh, can you give me another hour? Oh, please don't call the
cops. You don't know what I've been through. That's what my money is on. Okay. I had a

(46:00):
follow up question, but I kind of forgot it. Was it about the dog? Oh, no, no, no, no.
What kind of belongings are in the room? So just clothes. Crap. A plethora of crap. Just
random stuff. Yeah. There's bags and clothes and shoes and there's just stuff. Okay. I
think he might leave by 2 p.m. I don't think he's leaving at noon. With the police coming?

(46:26):
Is Bill going to call the police? Yeah, of course he is. Bill sticks to his word. Hello.
I give people opportunity, but I hold them accountable. Are they going to be there right
at 12? The cops? No. It'll take them a few hours to get there. I'll be lucky if they
don't get there at 4. I'm saying 2 p.m. But I think you're going to be left with a lot
of left belongings. Oh, 100%. That was never a question. I think he will leave your hotel

(46:50):
at some point tomorrow. But not by noon. Not by noon. Sorry. We're thinking similar. But
I think you will be left with a lot of random belongings. Yeah. Or a registered vehicle.
Yes. But is he in the right mental state to load up all of his crapola and put it in said
vehicle? I don't think so. Okay. So here's my slant on it. I think he actually will make

(47:13):
good on it and be out at noon. Interesting. You just got that vibe. You just took our
because he complimented you. He called you nice. No, it's because I didn't leave him
any maneuvering room when I talked to him because he was telling me about how he had
all these woes from his personal life to like his medical status. All the things. Yes. All

(47:36):
the things that we always hear that we never need to know. And while I was empathetic,
you were empathetic, but in a dry way. Well, so I explained to him that while I understood
all of his trials and tribulations, you have until noon, you have until noon. And I explained
him very clearly, look, what you are telling me that you need is not what this facility

(47:57):
is. We are, we are an accommodations facility you need. And I repeated back to him the things
that he had said that is not you. Yeah, you need x, y, z. We are not equipped to handle
your needs. Exactly. We are not the facility for you. So if you need to extend, you are
more than welcome to check into one of those facilities, but you will be leaving this hotel

(48:18):
tomorrow at noon. So you have how long of a stay can you have? 28 days. Is that industry
standard? Yes. So the law is 30 days. 30. So after 30 days, you become a resident. And
then we have to go through the eviction process to the courts. Yes, you have to go through
the legal process. So as I like to explain it to guests, the law says you have 30 days,

(48:42):
people will interpret 30 days as a month. My problem with that is that every month of
the year has a different number of days. So to make it clean and easy, we operate off
of weeks because there's four weeks in a month. That's 28 days. Okay, amazing. If you operate
off of 28 days and you have a situation like this guy today, you've got a wee bit of wiggle

(49:03):
room a little buffer to make things work. And then you can force them out as opposed
to 30 days. Yeah, yeah, because that has happened. But okay, hypothetically, could he leave for
one night and come back? Yes. Yeah, that is actually the requirement. You have to just
have to check out when they're a new set. You can go sleep in your car for a night but
you can't be in this hotel checked in. Okay, okay. Hypothetically, hypothetically, okay.

(49:28):
You can do a late checkout. Let's say 2pm. You're checking out of the hotel, you have
technically vacated. Checking in at 4pm. No, for a different room. Or you literally need
to do one night leave. You have to be gone from the property, all belongings, 24 hours.
Is it 24 hours or a night stay? For the night auditor to roll over the night. Technically,

(49:52):
right? You know what I'm putting down. Yeah. We're kind of getting into semantics though,
because even if you are a top tier blueberry and you have a four o'clock checkout, your
check in time the following day is going to be four o'clock. You're still going to be
gone for 24 hours. True that. But what if you have rooms available? No. I'm going to
hold you to it. Just ask. And that's what the bull. And just ask. And hope the desk

(50:15):
executes. But hypothetically, you could have a late checkout at what time? Depends on your
level of blueberry. Just mid level, high level, whatever. So like a boysenberry or raspberry?
Sure. So like a two o'clock checkout? Alright, let's say two o'clock. But the following day
you try and do what Miss B's guest did and show up at 9 a.m. I'm not going to check you

(50:41):
in. Could you hypothetically have rooms ready to check in at an a.m. time? Of course, but
we're not going to do it. Very hypothetically. Hypothetically. And it probably won't be what
you want. 1 p.m. It's going to be a double queen accessible by the elevator on the second
floor. Sure, sure, sure. Somebody smoked in previously. But I just want a room. I don't

(51:05):
care what room, what room type. We're not going to do it. You've been saying. I'm saying
what if you had a day off? I'm not going to do it. Why wouldn't you do it? Because I don't
trust this guy. You're going to wake up four. You are being an elite blueberry. I am playing
devil's advocate. You are being an elite blueberry. You are. You're gaming right now. I would
never do this. She's like a top tier blueberry at heart. Do you really think I am? No. That's

(51:26):
technically gaming. Not at all. I'm an ideal guest. She actually is. She's better than
me. You have a husband and kids. Of course I'm better. No, no, no, no, no. But in a hotel
room. Let's be clear. Well, she is a mom and it's going to be cleaner. Yeah. Well, OK.

(51:49):
I've also worked in a hotel. Like I put everything together. Oh, I always break down my room.
I break down my room so I make it easy for them. I always strip it. Break down. What
is this? How do you break down the room? You always strip your room. I have never. I've
never technically worked in a hotel or in housekeeping, front office. Nothing. You need
a housekeeping shift. You tell your housekeeping manager, I need to learn what you guys do

(52:12):
and do a shift to understand. What is OK? You're a housekeeper. You walk into a room.
What is the ideal status of that room to make your job easy? Stripped. Linen is off the
bed off the bed. Yes. Yeah. I don't know if they do separate loads, sheets and towels.
I wash it all together. No, I swear. We wash it all together. No, my hotel does it separate.

(52:34):
Oh, no, you're right. OK, where's trash trash? Like I like to compile it if I can't put it
all into one bag. Yeah, I at least put all the receptacles together and again by the
door. I at least she is right. I forgot I used to have to separate fucking towels. I
at least put all of the trash in the trash bins. If you can compile it all. Yeah, that's
great. I mean, there's a bathroom trash and there's a room trash, but at least I'm putting

(52:57):
the trash in the trash. Yes. My thing, too, part of the reason besides with one of making
the housekeeper's lives easier for doing this, I'm also double checking my stuff in it. You
know what I mean? So I'm like by stripping all this and doing all this and making sure
there's no socks floating around, those tiny little kid socks that like just hide like
I'm checking for my stuff. Yeah. Let's talk about toiletries. If I used it, should I just

(53:19):
take it? Yes. Yes. We will throw it away. Take it out of the room or put it in the trash.
Yes, please. Don't wrap it up. Don't leave it so they're like not looking at it like
did they open it? Did they not? And we can help. Did I take a little dollop of lotion?
If there's any question, it gets thrown away. Well, also, we don't use reusable ones anymore.
Like, you know, you're thinking that's not a thing anymore in the showers. No, but like

(53:41):
you replenish the pumps. Yes, the pumps. But we're talking like little single disposals.
That's not a thing anymore. We should just throw those in the trash. Yeah. Regardless.
Or take them with you. Oh, I take them. Please. I've got a tiny ass bar of soap. I have a
stockpile of them. It's the lotions. I'm a lotion hoarder. See, at our hotel, we can't
have those out. So you have to special request that. Lotion? Yeah, because it's a single

(54:04):
use disposable item. You can't have that. So basically, you're not even supposed to order
them. But we secretly do. And it's just upon request. I remember growing up, we stayed
in a lot of hotels for sports events. My mom would take everything. We had a specific basket
in the guest room with these hotel toiletries. I remember going in and scooping out my preferred

(54:28):
brand of like shampoo. I'm sorry. No hotels ever had hotel air conditioner good enough
for my hair. I was a child. I was a child with chlorine soaked hair. Okay. You guys
don't know what I look like. I have to use very special shampoos and conditioners for
this main curly girls. Okay, that's you fro. We need some special stuff to moisturize it.

(54:51):
But imagine you're at one of the mill use a bar so like a water polo tournament. I just
wanted to get clean and put my like hair in a messy bun. You go have fun with that poor
excuse for shampoo. It was really good for pool decks. Okay, like to the locker rooms
to the like public pool deck showers, you know, I was there with my hotel shampoo. And

(55:13):
like one thing was good for me and like one teammate I would share. And then I throw it
away. Yeah, whenever I travel to hotels, I bring all my own stuff, my own face soap,
my own face wipes, my own shampoo, conditioner. I don't use anything in that room. No, I have
to wash my hands bar soap. That's about it. Yeah, late 20s. I'm bougie. Yeah, I'm actually
30 now. Damn. I'm like, I miss my 20s. I'm like, no, a handsome even a body lotion. I'll

(55:41):
use the body lotion. So I do getting old. I literally asked for my front desk agents.
Like what were you born? He's like 2002. Oh, what oh two Mike in the thousands 2000. He's
like, yeah, oh my god. Oh, did you ask him where the combo was? It was close. Like all
of my employees are born in broke my brain. Yeah. I was like, what? Yeah. But now stripping

(56:04):
a room is like, I think this is really good information. It's a common courtesy because
you don't think about how much labor goes into it, especially for the poor housekeeper.
A lot of the time we don't have enough house men house people to do that. Yeah, to pre
so they're stripping their own rooms and having to clean all those rooms, especially if you're

(56:24):
not union hotel on a time limit. Yeah. Don't even get me into union. We get on a rant
really fast. We'll probably get cut. No. Oh, it's already 11. Can I just say one thing
is speaking of ages of team members. I just did the math of my youngest team member. He
was born in 2007. Gross. That's and we'll wrap it up here. That's when he was born.

(56:51):
So wait, it's 24 though. So he's how old? Almost 17. Pool boy. All of her people are
pool boys, recreation attendant. There you go. Okay. Pool boy. It's his first job. He's
great. Such a sweetie. He gets soda. He's like super cool with everyone. Popular with the
MILF. He's super cool with everyone else. And I actually like, I, I talked with him

(57:17):
with, I'll tell him as be the story. I talked to him, talked to this team member with my
manager the other day. And the team, the like the 16 year old walks out, my manager goes,
I've never seen him that nervous. And I literally go, Oh, I thought that's just like how he
was like, that's normal to me. Apparently, this kid is so forking nervous in front of

(57:39):
me that he's a different person. I feel so bad because I want to be like, not cool, but
I want to be understanding and empathetic. Anyone is nervous of you, Liz? Right. No.
Yes. You're not scary. No way. My new work crush doesn't get nervous. So yeah, he's a

(58:00):
grown ass adult. He was born in the thousands. Yeah. He's got a puppy crush. Anyways, Bruno
2.0. We're going to wrap it up. We're going to wrap it up here. I am going to process
that. Yeah. Let's hit eject all of our listeners. Thank you for joining us. Thank you. If you
have stories or if you want to guess how Bill's story ends along with us. Ooh, that's a good

(58:21):
point. Yeah. Good point. You can find us on all the streaming services from including
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(58:44):
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(59:08):
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